Linen and Laundry Department

Linen and Laundry Linen and Laundry ServiceService

The linen and laundry The linen and laundry section is responsible for section is responsible for

the processing of all the processing of all requests for laundry requests for laundry

service, including guest’s service, including guest’s laundry and employee laundry and employee

uniforms.uniforms.

The laundry section is usually managed by a The laundry section is usually managed by a Laundry Manager or supervisor and is manned with Laundry Manager or supervisor and is manned with

the following personnel:the following personnel:

Valet Runner Valet Runner - picks ups and delivers guest laundry.- picks ups and delivers guest laundry. Sorter/ markerSorter/ marker - sorts, classifies and labels laundry - sorts, classifies and labels laundry

items.items. Linen attendantLinen attendant - does the recording, storage and - does the recording, storage and

issuance of linen.issuance of linen. WasherWasher - responsible for washing and drying - responsible for washing and drying

laundry items.laundry items. Flat IronerFlat Ironer - does the ironing.- does the ironing. Steam PresserSteam Presser - performs steam pressing.- performs steam pressing. Dry Cleaner-spotter – assigned to do dry cleaning and spot Dry Cleaner-spotter – assigned to do dry cleaning and spot

removal.removal. SeamstressSeamstress - does mending of guest laundry or - does mending of guest laundry or

employees uniforms.employees uniforms.

Distribution of Laundry Distribution of Laundry ResponsibilitiesResponsibilities

Linen and Laundry SupervisorLinen and Laundry Supervisor

Basic Function:Basic Function:

Directs, leads, monitors and controls all Directs, leads, monitors and controls all activities covering linen and laundry service.activities covering linen and laundry service.

Duties and Responsibilities:Duties and Responsibilities:

Checks quality of laundry service; ensures that Checks quality of laundry service; ensures that laundry standards are complied with and that laundry standards are complied with and that garments are protected from damages.garments are protected from damages.

Ensures the proper use, storage, and Ensures the proper use, storage, and maintenance of linen and laundry equipment, tools maintenance of linen and laundry equipment, tools and supplies.and supplies.

Checks equipment regularly for their condition. Checks equipment regularly for their condition. Looks after their preventive maintenance through Looks after their preventive maintenance through periodic cleaning and repair when necessary.periodic cleaning and repair when necessary.

Checks and maintains par stock requirements. Checks and maintains par stock requirements. Makes requisition whenever needed.Makes requisition whenever needed.

Initiates and supervises weekly inventory of Initiates and supervises weekly inventory of laundry supplies and other items allocated to his laundry supplies and other items allocated to his unit. Reports losses and damages and takes unit. Reports losses and damages and takes corrective action against reckless use of corrective action against reckless use of equipment.equipment.

Sees to it that laundered items are delivered on Sees to it that laundered items are delivered on time.time.

Trains, coaches and supervises his staff.Trains, coaches and supervises his staff. Conducts performance evaluation of his Conducts performance evaluation of his

subordinates; conducts appraisal interview.subordinates; conducts appraisal interview. Attends to complaints regarding linen and laundry Attends to complaints regarding linen and laundry

service.service. Performs other related duties as maybe assigned Performs other related duties as maybe assigned

by superior.by superior.

Linen Attendant/ CustodianLinen Attendant/ Custodian


Stocks, stores and issues employees’ Stocks, stores and issues employees’ uniforms, linens, cleaning supplies, uniforms, linens, cleaning supplies,

guestroom, and public area amenities.guestroom, and public area amenities.

Duties and Responsibilities:Duties and Responsibilities: Responsible for the issuance of uniforms as well Responsible for the issuance of uniforms as well

as guestroom, restaurant and banquet linens, as guestroom, restaurant and banquet linens, cleaning materials, supplies as well as guestroom cleaning materials, supplies as well as guestroom amenities; ensures that all issued items are amenities; ensures that all issued items are properly recorded and accounted for.properly recorded and accounted for.

Reports to the Supervisor missing articles, losses, Reports to the Supervisor missing articles, losses, breakages and damaged items in the linen room.breakages and damaged items in the linen room.

Assists the supervisor in conducting inventories of Assists the supervisor in conducting inventories of linen, general supplies and uniforms.linen, general supplies and uniforms.

Responsible for the proper arrangement and Responsible for the proper arrangement and storage of linen, uniforms and general supplies in storage of linen, uniforms and general supplies in the linen room.the linen room.

Performs side duties like mending, repair of Performs side duties like mending, repair of uniforms and baby-sitting.uniforms and baby-sitting.

Receives all surrendered linen items; Receives all surrendered linen items; checks if they are complete and in good checks if they are complete and in good condition; endorses soiled linens to laundry condition; endorses soiled linens to laundry section for laundry.section for laundry.

Performs other related duties as may be Performs other related duties as may be assigned by superior.assigned by superior.

Valet RunnerValet Runner


Responsible for pick up and delivery of Responsible for pick up and delivery of laundry items of guests and those for house laundry items of guests and those for house

use.use.

Duties and Responsibilities:Duties and Responsibilities: Picks up guests’ items for laundry and endorses Picks up guests’ items for laundry and endorses

them to sorter/marker for proper classification.them to sorter/marker for proper classification. Checks laundry items for possible damages and Checks laundry items for possible damages and

immediately informs guests about it. Also indicates immediately informs guests about it. Also indicates noted damages in the endorsement record.noted damages in the endorsement record.

Informs the sorter/marker about the special Informs the sorter/marker about the special instructions of guests regarding the latter’s laundry instructions of guests regarding the latter’s laundry items.items.

Helps in sorting finished laundry items that are Helps in sorting finished laundry items that are ready for delivery.ready for delivery.

Delivers processed guests’ laundry making Delivers processed guests’ laundry making reference to tag number and room number and reference to tag number and room number and makes sure these items are delivered on time. makes sure these items are delivered on time.

Coordinates with the rooms keeping supervisor for Coordinates with the rooms keeping supervisor for the delivery of all processed items when guests the delivery of all processed items when guests are not in their rooms.are not in their rooms.

Informs the laundry office of his whereabouts in Informs the laundry office of his whereabouts in case there is any call for pick up and immediate case there is any call for pick up and immediate delivery.delivery.

Coordinates with front office/housekeeping Coordinates with front office/housekeeping regarding information on room changes to avoid regarding information on room changes to avoid wrong delivery.wrong delivery.

Helps in keeping the laundry area clean.Helps in keeping the laundry area clean. Performs other related duties as may be assigned Performs other related duties as may be assigned

by his/her superior.by his/her superior.

Flatwork Ironer / Wrangler Flatwork Ironer / Wrangler


Performs ironing of linen items in the flatwork Performs ironing of linen items in the flatwork machine following the standard procedures.machine following the standard procedures.


Sorts all items by classification before running Sorts all items by classification before running them through the machine.them through the machine.

Performs pressing and ironing, straightens edges Performs pressing and ironing, straightens edges and smoothly presses wrinkles; starts and stops and smoothly presses wrinkles; starts and stops machine according to prescribed procedures.machine according to prescribed procedures.

Inspects and sorts out stains and damaged linens. Inspects and sorts out stains and damaged linens. Refers them to supervisor for proper action.Refers them to supervisor for proper action.

Folds duly accomplished items; counts and Folds duly accomplished items; counts and classifies them.classifies them.

Prepares and keeps records of Prepares and keeps records of accomplishments.accomplishments.

Cleans work areas and machine.Cleans work areas and machine.

Reports malfunction of machine to superior.Reports malfunction of machine to superior.

Performs other related duties as maybe Performs other related duties as maybe assigned by supervisor from time to time.assigned by supervisor from time to time.

Washer (Guest Items)Washer (Guest Items)


Attends the washing and extracting, drying of Attends the washing and extracting, drying of all guests laundry and FOC (free of charge) all guests laundry and FOC (free of charge)

items.items.


Receives laundry items of guests from the sorter-Receives laundry items of guests from the sorter-marker.marker.

Sorts and classifies items according to kind, color, Sorts and classifies items according to kind, color, and degree of dirt.and degree of dirt.

Inspects items for damages and stains and reports Inspects items for damages and stains and reports any damage to the laundry supervisor.any damage to the laundry supervisor.

Manually cleans with detergent the badly soiled Manually cleans with detergent the badly soiled portion of the guests items prior to machine portion of the guests items prior to machine washing; informs sorter or supervisor regarding washing; informs sorter or supervisor regarding irremovable stains for the latter to bring it to irremovable stains for the latter to bring it to attention of the guest. attention of the guest.

Loads guests items into the washing machine and Loads guests items into the washing machine and performs washing according to standard washing performs washing according to standard washing procedures. Unloads washed items and transfer procedures. Unloads washed items and transfer them to the laundry cart.them to the laundry cart.

Loads the extracted items to the drying machine Loads the extracted items to the drying machine for completion.for completion.

Inspects and sorts dried items and forwards them Inspects and sorts dried items and forwards them to the pressing section for pressing or ironing.to the pressing section for pressing or ironing.

Constantly checks the cleanliness and Constantly checks the cleanliness and maintenance of the equipments and reports the maintenance of the equipments and reports the defects to his supervisor.defects to his supervisor.

Performs other duties as may be assigned by his/ Performs other duties as may be assigned by his/ her superior.her superior.

Washer (Linens)Washer (Linens)


Attends to the washing, extracting and drying Attends to the washing, extracting and drying of all housekeeping linens such as towels, of all housekeeping linens such as towels, bed sheets, pillow slips and pillow cases, bed sheets, pillow slips and pillow cases, etc., and also linen used for dining and etc., and also linen used for dining and

banquet functions.banquet functions.

Duties and Responsibilities:Duties and Responsibilities: Sorts all dirty linens and towels brought into the Sorts all dirty linens and towels brought into the

laundry section.laundry section. Sorts all dirty linens like tablecloths, napkins and Sorts all dirty linens like tablecloths, napkins and

cocktail napkins received from different food cocktail napkins received from different food outlets.outlets.

Loads items into the washing machine and Loads items into the washing machine and performs washing in accordance with standard performs washing in accordance with standard washing procedures.washing procedures.

Unloads extracted items and forwards them either Unloads extracted items and forwards them either mangling or pressing section. mangling or pressing section.

Performs daily cleaning of his area and the Performs daily cleaning of his area and the machine he is operating.machine he is operating.

Performs other related duties as maybe assigned Performs other related duties as maybe assigned by his/her superior.by his/her superior.

SeamstressSeamstress


Performs sewing or mending of guest room Performs sewing or mending of guest room linens as well as those used for banquet and linens as well as those used for banquet and

food service operations.food service operations.


Response for mending and repair of guest garments as Response for mending and repair of guest garments as well as uniforms and linens for house use.well as uniforms and linens for house use.

Mends and repairs torn or damaged curtains, bed cover, Mends and repairs torn or damaged curtains, bed cover, skirting of guest rooms.skirting of guest rooms.

Maintains the cleanliness and condition of the sewing Maintains the cleanliness and condition of the sewing machine.machine.

Reports to the supervisor any malfunctioning of the sewing Reports to the supervisor any malfunctioning of the sewing equipment.equipment.

Maintains a stock of sewing kit and looks after their Maintains a stock of sewing kit and looks after their safekeeping.safekeeping.

Assisting linen attendant in the issuance of guest room Assisting linen attendant in the issuance of guest room linens and banquet linen during peak season.linens and banquet linen during peak season.

Performs other related duties as maybe assigned by his/ Performs other related duties as maybe assigned by his/ her superior. her superior.

Sequence of GuestSequence of Guest Laundry Service Laundry Service

Guest shall fill up the laundry list and may request Guest shall fill up the laundry list and may request for pick-up either through the Housekeeping or for pick-up either through the Housekeeping or Laundry office guest phone, through the Front Laundry office guest phone, through the Front desk or any room supervisor or room attendant.desk or any room supervisor or room attendant.

If the pick-up request is coursed through the If the pick-up request is coursed through the laundry clerk, the latter logs down the guest’s laundry clerk, the latter logs down the guest’s instructions for the processing of items and calls instructions for the processing of items and calls the linen attendant, valet runner or room boy for the linen attendant, valet runner or room boy for eh pick-up of the linen.eh pick-up of the linen.

The laundry list and laundry items are The laundry list and laundry items are picked up by concerned staff.picked up by concerned staff.

Upon pick-up of the laundry items, the Upon pick-up of the laundry items, the attending staff checks items on the list in attending staff checks items on the list in front of the guest if he is around. If the guest front of the guest if he is around. If the guest is not around, he checks it in the presence is not around, he checks it in the presence of a floor guard or room boy/ supervisor who of a floor guard or room boy/ supervisor who will be serving as witness for damages or will be serving as witness for damages or valuables. valuables.

If stains or damage are found in the item, If stains or damage are found in the item, the valet runner or room attendant who picks up the valet runner or room attendant who picks up the laundry will fill up the guest notification form the laundry will fill up the guest notification form to notify the guest of noted damage or any to notify the guest of noted damage or any discrepancy. This notification is brought to the discrepancy. This notification is brought to the guest by the room boy or bellboy. The guest guest by the room boy or bellboy. The guest shall acknowledge receipt of said notification by shall acknowledge receipt of said notification by signing his name.signing his name.

If the item is not suited for the requested If the item is not suited for the requested processing method (dry cleaning, washing, etc.), processing method (dry cleaning, washing, etc.), the guest is also notified thru the same the guest is also notified thru the same notification form, indicating therein the notification form, indicating therein the recommended method in processing the item.recommended method in processing the item.

Items for washing are endorsed to washer for processing. Items for washing are endorsed to washer for processing. Upon receipt of the items, the washer shall count and Upon receipt of the items, the washer shall count and double check items against the laundry list; sort and double check items against the laundry list; sort and classify them, then place the appropriate tag.classify them, then place the appropriate tag.– If the item is for dry cleaning (color code it with blue tag)If the item is for dry cleaning (color code it with blue tag)– If the item is for machine-washing, (color code it with If the item is for machine-washing, (color code it with

pink tag) pink tag)

Hotel has the option to make their own coding system.Hotel has the option to make their own coding system.

If the item is to be hand washed, washer should hand If the item is to be hand washed, washer should hand wash with care.wash with care.

After washing the laundry items, the washer endorses the After washing the laundry items, the washer endorses the finished items to the other laundry staff (i.e. ironer or finished items to the other laundry staff (i.e. ironer or presser) for further processing.presser) for further processing.

If the items is for other forms of processing, If the items is for other forms of processing, it is endorsed to other laundry staff, namely:it is endorsed to other laundry staff, namely:

Presser – for blouse, dresses, trousers and related Presser – for blouse, dresses, trousers and related items.items.

Hand ironer – for normal shirts.Hand ironer – for normal shirts. Utility presser – for trousers, skirt and long dresses.Utility presser – for trousers, skirt and long dresses.

– The attending staff shall double check each The attending staff shall double check each items upon receiving them, and takes note of items upon receiving them, and takes note of discrepancies in quantity and damaged parts.discrepancies in quantity and damaged parts.

If the item need no further processing, it is If the item need no further processing, it is placed inside the pigeon box (if any) placed inside the pigeon box (if any) according to tag.according to tag.

If the item is ready for delivery, the linen If the item is ready for delivery, the linen attendant or valet runner sorts them against attendant or valet runner sorts them against the laundry list, collects altogether laundry the laundry list, collects altogether laundry items of each guest in a garment bag, items of each guest in a garment bag, attaches the laundry list to the bag and attaches the laundry list to the bag and endorses it to the presser or linen attendant.endorses it to the presser or linen attendant.

If the guest is on cash basis, laundry clerk, If the guest is on cash basis, laundry clerk, prepares a voucher to be attached to the prepares a voucher to be attached to the item for billing. Payment must be made item for billing. Payment must be made upon delivery of the items.upon delivery of the items.

The processed items will now be delivered The processed items will now be delivered to the guest. If the guest is around, he is to the guest. If the guest is around, he is asked to sign in the delivery logbook for asked to sign in the delivery logbook for acknowledgement. Then the bill is acknowledgement. Then the bill is presented to him for settlement. presented to him for settlement.

If the guest is not around, the housekeeping If the guest is not around, the housekeeping supervisor acknowledges by signing in the supervisor acknowledges by signing in the logbook.logbook.

If the room is on “Do Not Disturb” sign and If the room is on “Do Not Disturb” sign and said item is on special service, a notification is said item is on special service, a notification is placed in the guest’s room through the door, placed in the guest’s room through the door, (another copy to the front office) notifying him that (another copy to the front office) notifying him that an attempt to deliver his laundry was made while an attempt to deliver his laundry was made while he is on DND.he is on DND.

Undelivered linens brought back to the Undelivered linens brought back to the laundry area to be redelivered upon the arrival of laundry area to be redelivered upon the arrival of guest. guest.

Summary of the basic wash steps:Summary of the basic wash steps:

Flush – the linen is wet to dissolve water-Flush – the linen is wet to dissolve water-soluble soil and to reduce soil load in the soluble soil and to reduce soil load in the following suds steps. Always flush at high-following suds steps. Always flush at high-water level and medium-temperature water.water level and medium-temperature water.– Time: 1 to 3 minutesTime: 1 to 3 minutes

Suds – involves actual washing step, where Suds – involves actual washing step, where detergent is added to the wheel, low-water detergent is added to the wheel, low-water level and hot water is used.level and hot water is used.– Time: 5to 8 minutesTime: 5to 8 minutes

Bleach – elimination of stains that could be Bleach – elimination of stains that could be removed by the detergent. This is done removed by the detergent. This is done using chlorinated bleach added to the using chlorinated bleach added to the wheel. Usually low-water level and hot water wheel. Usually low-water level and hot water is used.is used.– Time: 5 to 8 minutesTime: 5 to 8 minutes

Rinse – rids the linen of detergent and soil. Rinse – rids the linen of detergent and soil. Usually 3 to 5 steps are utilized at high-Usually 3 to 5 steps are utilized at high-water level temperature usually dripping with water level temperature usually dripping with subsequent rinses.subsequent rinses.– Time: 1 to 3 minutesTime: 1 to 3 minutes

Sour and soft step – is the final conditioning of the Sour and soft step – is the final conditioning of the linen using fabric softener and sour (wild acid). linen using fabric softener and sour (wild acid). This id performed at low-water level, medium This id performed at low-water level, medium temperature water.temperature water.– Time: 3 to 5 minutesTime: 3 to 5 minutes

Extract – processing of reducing the moisture Extract – processing of reducing the moisture content of linen by 50% (100 lbs. dry weight); linen content of linen by 50% (100 lbs. dry weight); linen will retail 50 lbs water after extraction.will retail 50 lbs water after extraction.– Time: 1 to 12 minutesTime: 1 to 12 minutes

Break – performed before the suds step. Low-Break – performed before the suds step. Low-water level; medium to hot water, with a highly-water level; medium to hot water, with a highly-alkaline-break product is added to break loose alkaline-break product is added to break loose soils.soils.– Time: 3 to 7 minutes.Time: 3 to 7 minutes.

Interdictor extract – this process spins soil-laden Interdictor extract – this process spins soil-laden detergent solution out of linen. A high-speed is detergent solution out of linen. A high-speed is used, usually after the first rinse step. This used, usually after the first rinse step. This process reduces the required number of deep-process reduces the required number of deep-water rinses.water rinses.– Time: 30 seconds to 2 minutes Time: 30 seconds to 2 minutes

The EndThe End

Linen and Laundry Department

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